Customer Success Manager, Tech Touch
CanadaFull-TimeMiddle
SalaryCompetitive compensation package with meaningful equity participation.
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Job Details
- Experience
- Minimum of 2 years
- Required Skills
- Project ManagementData AnalysisSalesforceAccount ManagementCRMCustomer SuccessSaaSHubSpot
Requirements
- Minimum of 2 years of experience in Customer Success, Account Management, or another customer-facing SaaS role.
- Demonstrated ability to build scalable customer programs, automate processes, and improve customer experiences rather than relying solely on one-to-one relationship management.
- Excellent written communication skills, with the ability to simplify complex product concepts into clear, engaging customer content.
- Strong analytical mindset and experience working with customer health metrics, adoption data, engagement reporting, and performance analysis.
- Proficiency with CRM and Customer Success platforms such as Gainsight, Salesforce, HubSpot, Docebo, or similar tools is highly desirable.
- Strong project management skills with the ability to independently manage multiple initiatives and deliver results.
- Collaborative, adaptable, and eager to contribute ideas that improve team performance and customer outcomes.
- Experience with Tech Touch or Digital Customer Success models is considered an asset.
- Familiarity with AI productivity tools such as ChatGPT, Claude, or similar platforms is a plus.
- Experience in security technology, video surveillance, or the hospitality industry is beneficial.
Responsibilities
- Design, launch, and continuously improve scalable onboarding experiences through email campaigns, in-app guidance, webinars, and self-service resources.
- Manage customer engagement across digital channels, including shared inboxes, automated communications, webinars, and targeted one-to-one interactions when needed.
- Develop and maintain customer education materials such as knowledge base articles, playbooks, onboarding guides, video tutorials, and documentation that encourage product adoption and self-sufficiency.
- Build and optimize automated customer success workflows, including health score alerts, lifecycle campaigns, renewal reminders, milestone communications, and re-engagement initiatives using customer success and CRM platforms.
- Monitor customer health metrics, product adoption trends, and engagement signals to proactively identify risks and trigger appropriate interventions.
- Contribute to customer retention and account growth through scalable engagement programs and data-driven lifecycle strategies.
- Plan and deliver recurring customer education initiatives, including onboarding webinars, product updates, and training sessions.
- Collaborate cross-functionally with Product, Marketing, Sales, and Customer Success teams to ensure customer programs align with evolving business priorities and product capabilities.
- Measure program performance, analyze key success metrics, gather customer feedback, and continuously improve customer success initiatives.
- Provide onboarding and customer journey expertise to support pre-sales discussions when required.
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